This is a very special workshop • • • • I have a ton to cover and I will go pretty fast. 80% is in the book. Please take notes and ask questions. I am happy to answer any of your questions, offer advice and recommend books at any time. • Work very hard… take this seriously. The slides are already posted at: www.SlideShare.net/johnspence

What does this mean to me? How can I use this idea? What can I do right away?

Reality Check Knowing – Doing 1 -10

The Four Ps 2

Do you have a clearly focused and well-communicated vision and strategy for growth? Effective Strategy = Valued Differentiation x Execution

Threat of New Entrants Bargaining Power of Suppliers Rivalry Among Existing Competitors Threat of Substitutes Bargaining Power of Buyers

Just because you have an idea…

Success comes from executing the RIGHT ideas, not just from the planning process itself.

The Toyota Way • Challenging Vision – We form a long-term vision, meeting challenges with courage and creativity to realize our dreams. • Kaizen – We improve our business operations continuously, always driving for innovation and evolution. • Genchi Genbutsu – We go to the source to find the facts to make correct decisions, build consensus, and achieve our goals at our best speed. • Respect, Challenge and Help your People and Suppliers – We respect others, make every effort to understand each other, take responsibility and do our best to build mutual trust. • Teamwork – We stimulate personal and professional growth, share the opportunities of development, and maximize individual and team performance. 5

What does it take to be a valued member of a team? Develop and display competence. Follow through on commitments. Deliver required results. Ensure your actions are consistent with your word. Stand behind the team and its people. Be enjoyable to work with. Be passionate about your work and those you serve. Communicate and keep everyone informed. Help the other members of the team. Help members of other teams. Share ideas, information and credit. Hold yourself 100% accountable.

The number one factor in increasing the level of highly satisfied and engaged CUSTOMERS in your business is… The level of highly satisfied and engaged EMPLOYEES in your business.

What do engaged employees look like? 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. They give more discretionary effort. They consistently exceed expectations. They take more responsibility and initiative. They receive better customer service ratings. They offer more ideas for improvement. They promote and model teamwork. They volunteer more for extra assignments. They anticipate and adapt better to change. They persist at difficult work over time. They speak well of the organization. 1 - 10 7 11

TEN ELEMENTS OF A WINNING CULTURE 7 1. People enjoy the work they do and the people they work with 2. People take pride in the work they do and the company they work for 3. There are high levels of engagement, connection, camaraderie and a community of caring 4. There is a culture of fairness, respect, trust, inclusiveness and teamwork 5. The leaders walk the talk, live the values and communicate a clear vision and strategy for growth 6. Lots of open, honest, robust and transparent communication across the entire organization 7. The company invests back in employees; there is a commitment to learning, coaching and development 8. There is a bias for action, employees have an ownership mentality and always strive to give their personal best 9. There is high accountability and a strong focus on delivering the desired results 10. There is ample recognition and rewards and mediocrity is not tolerated

Extreme Customer Focus

Web of Value: VOC + MOT + WOM 11

Extreme Customer Focus VOC 11

Moments Of Truth 11 Page 8

VOC + MOT Workshop: Page 11

78.9% 23.4%

43% - 74% of purchasing decisions = WOM/T

You MUST have a WOM Referral System Identify Ideal Customer Know Like Trust Try Buy Repeat Refer Ideal Customer

WOM workshop page 12

The Evergreen Project 10 year study of 160 top companies 40 distinct industries 200 management practices Winners, climbers, tumblers, losers Winners had an average Total Return to Shareholders of 945%... The Losers only averaged a TRS of 62% From: What (really) Works by Joyce, Nohria, Roberson

The Four Primary Practices: 1. A sharply focused, clearly communicated and well-understood strategy for growth. 2. Flawless operational execution that consistently delivers the value proposition. 3. A performance-oriented culture that does not tolerate mediocrity. 4. A fast, flexible, flat organization that reduces bureaucracy and simplifies work. 13 From: What (really) Works by Joyce, Nohria, Roberson

The Secondary Management Practices: • Talent = find and keep the best people. • Key leaders show commitment and enthusiasm for the business. • Embrace strategic innovation. • Master the power of partnerships. Score yourself on the 1–10 scale for all eight practices on page 13 From: What (really) Works by Joyce, Nohria, Roberson

In other words… • In order to succeed you need a high-performance team that embraces a strong culture of disciplined execution and accountability while being nimble, agile and adaptable to changes in the marketplace.

Individual Workshop • Go back and look at all of your audits. • Where were your low scores, where were your high scores – what is the pattern? • Look over your notes – what were the key themes? What are the most important ideas? • Answers all the questions on pages 19 – 22. • Put in as much detail as possible. • Be very honest with yourself. • Think in terms of Actions and Outcomes.

In teams… • Look over pages 19- 22 • Team Workshop Page 24

Page 27 If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com My twitter address is: @awesomelysimple *** Please connect with me on LinkedIn *** Also, you might find value in the ideas I share in my blog. You can sign up for it at: www.blog.johnspence.com Lastly, these slides have already been uploaded to: www.slideshare.net/johnspence

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